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Güncel Yönetim Yaklaşımı Çerçevesinde Müşteri İlişkileri Yönetiminin Hasta Bağlılığına Etkisi Skip to content Yıl 2024, Cilt: 38 Sayı: 3, 156 – 165, 15.07.2024
Ebrar Ilıman Yaltagil
https://doi.org/10.16951/trendbusecon.1464482
Öz Araştırma sağlık kurumlarına başvuran hastaların müşteri ilişkileri yönetimi (MİY) uygulamalarına ilişkin algı düzeylerinin, hasta bağlılıklarına etkisinin belirlenmesi amacıyla yapılmıştır. Aynı zamanda hastaların MİY uygulamalarına ilişkin algı düzeylerinin ve hasta bağlılıklarının sağlık kurumu türüne göre farklılaşma durumu da belirlenmek istenmiştir. Çalışmanın evreni Sivas merkezde son altı ay içerisinde sağlık hizmeti almış 18-65 yaş aralığında okuma yazma bilen bireyler olarak belirlenmiştir. Gönüllü olarak çalışmaya katılmayı kabul eden 630 hasta araştırmanın örneklemini oluşturmuştur. Araştırma verileri yapısal eşitlik modeli ile test edilmiştir. Araştırma sonucunda; hastaların MİY uygulamalarına ilişkin algı düzeyleri orta seviyede çıkmıştır. Bunun yanında hastaların sağlık kurumuna bağlılık düzeyleri de orta seviyede bulunmuştur. Hastaların MİY uygulamalarına ilişkin algı düzeyleri ve bağlılık düzeyleri sağlık kurumu temelinde incelendiğinde, ölçek genelinde ve alt boyutlarda istatistiksel olarak farklılık olduğu tespit edilmiştir. En yüksek puan ortalamasına sahip olan sağlık kurumu eğitim araştırma hastanesi iken, en düşük puan ortalamasına sahip olan sağlık kurumu özel hastanedir. Son olarak, MİY uygulamalarının etkin olmasının hasta bağlılığını önemli ölçüde artırdığı sonucuna varılmıştır. Bu bağlamda; sağlık hizmet sunucularının müşteri ilişkileri yönetimi noktasında var olan eksiklerini tespit ederek bu noktalarda gelişim göstermeleri önem arz etmektedir. Araştırma, tek bir şehirde sınırlı örneklem ile yapılmış olması sebebiyle genellenemez.
Anahtar Kelimeler Sağlık kurumları, yönetim, müşteri ilişkileri yönetimi, hasta, bağlılık
Kaynakça Abekah-Nkrumah, G., Yaa Antwi, M., Braimah, S. M., & Ofori, C. G. (2021). Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana. International Journal of Pharmaceutical and Healthcare Marketing, 15(2), 251-268. https://doi.org/10.1108/IJPHM-09-2019-006 Agariya, A.K. & Singh, D. (2013). CRM scale development and validation in indian public hospitals., Journal of Health Management, 15(2) 275–291. https://doi.org/10.1177/0972063413489035 Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. The Journal of Asian Finance, Economics and Business, 8(1), 419-430. https://doi.org/10.13106/jafeb.2021.vol8.no1.419 Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). The relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27-40. https://doi.org/10.21744/lingcure.v5nS3.1368 Amal, R. A., Aeni, S., Syarfaini, S., & Adha, A. S. (2021). The correlation between customer relationship management and the inpatients loyalty. Homes Journal: Hospital Management Studies Journal, 2(1), 43-50. https://doi.org/10.24252/hmsj.v2i1.18413 Anshari, M., & Almunawar, M.N. (2012). Evaluating CRM implementation in healthcare organization. Ö nbaskı, ArXiv:1204.3689. Atalay, E, (2015, October). Affectıng factors for the hospıtal selectıon of patıents in terms of customer relatıonshıp management: a research in Özel Kocaeli Akademi Hospıtal, [Master Thesis, Okan Unıversıty] Instıtute Of Socıal Scıences. https://acikbilim.yok.gov.tr/handle/20.500.12812/673081 Atıgan, F. (2021). Hasta ilişkileri yönetimi uygulamalarının hasta memnuniyetine etkisi, ayakta ve yatarak tedavi gören hastalar üzerine bir araştırma. Uluslararası İktisadi ve İdari İncelemeler Dergisi, (30), 259-274. https://doi.org/10.18092/ulikidince.687739 Bayın, G., & Önder, R. (2015). Determination of the eff ect of corporate image of health institutions on patient loyalty. Ege Akademik Bakış, 15(4): 577-585. Biçer, D. F., Ilıman, E. (2019). Hastalarin hastane tercih öncelikleri ve hasta bağliliklarinin değerlendirilmesi (Sivas Cumhuriyet Üniversitesi örneği), 3. Uluslararası 13. Ulusal Sağlık ve Hastane İdaresi Kongresi, Sakarya, Türkiye, 10 Ekim – 13 Kasım. Biçer, D. (2020). Hastaların müşteri ilişkileri yönetimi uygulamalarına ilişkin algı düzeylerinin yapısal eşitlik modeli ile incelenmesi. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 34(3), 829-851. Bişkin, F., (2011). Sağlık işletmelerinde müşteri ilişkileri yönetimi: Kamu ve özel sağlık işletmelerinde müşteri ilişkileri yönetimi uygulamaları araştırması, [Doktora Tezi, Selçuk Üniversitesi], Sosyal Bilimler Enstitüsü. https://acikbilim.yok.gov.tr/handle/20.500.12812/445998 Bulut, C., Sönal, T., & Kolca, D. (2023). Sağlık hizmetlerinde pazarlama araştirmalarinda uygulanan teknikler. Uluslararası Sağlık Yönetimi ve Stratejileri Araştırma Dergisi, 9(3), 284-294. Chhangani, A. (2013). Investıgatıng customer relatıonshıp management (CRM) in indıan hospıtals, International Journal of Research in Advent Technology, 1 (5): 405-408. Çiçek, E. (2017). Pazarlamada ve rekabette başarının anahtarı müşteri ilişkileri yönetimi, Konya: Eğitim Yayınevi. Çobanoğlu, V. (2012). Kamu hastanelerinde müşteri ilişkileri yönetimi: Balıkesir Atatürk Devlet Hastanesi örneği, [Yüksek Lisans Tezi, Gazi Üniversitesi] Sosyal Bilimler Enstitüsü. https://tez.yok.gov.tr/UlusalTezMerkezi/tezDetay.jsp?id=nR5tXGfg_OKliej2OJrlkQ&no=TTSBt2hinNM9V-YOT3uUkQ DeVellis R.F., & Thorpe, C. T. (2022) Scale development: Theory and applications. An Overview of Item Response Theory, Fifth Edicatıon. California: Sage Publications, 58-75. Duran, C. (2021). Özel hastanelerde müşteri deneyimi yönetimi üzerine bir değerlendirme. İzmir Demokrasi Üniversitesi Sosyal Bilimler Dergisi, 4(1), 1-16. Durmuş, A., & Akbolat, M. (2020). The impact of patient satisfaction on patient commitment and the mediating role of patient trust. Journal of Patient Experience, 7(6), 1642-1647. https://doi.org/10.1177/2374373520967 Erdem, R., Rahman, S., Avcı, L., Demirel, B., Köseoğlu, S., Fırat, G., … Kubat, C. (2015). Hasta memnuni̇yeti̇ni̇n hasta bağlılığı üzeri̇ne etki̇si̇, Erciyes Üniversitesi, 31: 95-110. Harris, Lloyd, C. & Mark, M.H. Goode (2004), The four levels of loyalty and the pivotal role of trust: A study of online service dynamics, JR, 80 (2), 139-158. Huang, I. C., Du, P. L., Lin, L. S., Liu, T. Y., Lin, T. F., & Huang, W. C. (2021). The effect of perceived value, trust, and commitment on patient loyalty in Taiwan. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, https://doi.org/10.1177/00469580211007217 Kayacan, İ. (2015). Sağlık işletmelerinde müşteri ilişkileri yönetiminin hasta memnuniyetine etkisi üzerine bir araştırma, [Yüksek Lisans Tezi, Süleyman Demirel Üniversitesi] Sosyal Bilimler Enstitüsü, Isparta. https://acikerisim.sdu.edu.tr/handle/123456789/33205 Korkmaz, Ö., (2010). Müşteri ilişkileri yönetiminin (CRM) önemi: Bir Hastane uygulaması, [Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi], Sosyal Bilimler Enstitüsü, İzmir. http://hdl.handle.net/20.500.12397/10700 Koukiaris, Z. (2019). Hasta ilişkileri yönetimi uygulamalarının tatmin ve bağlılık üzerindeki etkisi: Bir sağlık işletmesinde uygulama, [Doktora Tezi, Beykent Üniversitesi] Sosyal Bilimler Enstitüsü. https://acikbilim.yok.gov.tr/handle/20.500.12812/710219 Lacap, J. P., & Alfonso, K. J. (2022). The mediating role of patient loyalty on the relationship between satisfaction on physical environment and intention to recommend. Asia-Pacific Social Science Review, 22(2). Lecturer, S.K. Kumar, D.K. & Sarala, K.S. (2018). Customer relatıonshıp management practıces: in health care sectors in karnataka (selected healthcare unıt), Internatıonal Journal Of Research In Commerce & Management, 9 (10): 12-17. Liu, S., Li, G., Liu, N. & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 1–11, https://doi.org/10.1177/00469580211007221 Mbuwel, D., Ahmed, J., Nwosu, L., & Aigbiremhon, J. (2023). The effect of patient relationship management on patient loyalty in buea, cameroon: Mediating role of patient satisfaction. Quantitative Economics and Management Studies, 4(6), 1240-1251. https://doi.org/10.35877/454RI.qems2265 Öter, V., & Doğan Südaş, H. (2017). Algılanan hizmet kalitesinin hasta bağlılığı üzerine etkisi: Devlet hastanesi üzerine bir inceleme. Çukurova Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 21(2), 43-57. Özer Canarslan,N. (2022). Sağlık kurumlarında müşteri ilişkileri yönetimi, In B. Çelik & C. Tor Kadıoğu (Eds.) Sağlık kurumlarında güncel pazarlama araştırmaları, (ss. 283-305), İstanbul, Efe Akademi Yayınları. Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., … & Wu, Y. J. (2022). Exploring the relationship between hospital service quality, patient trust, and loyalty from a service encounter perspective in elderly with chronic diseases. Frontiers in public health, 10, 876266. https://doi.org/10.3389/fpubh.2022.876266 Soysal, A, Doğan, S, & Baynal, T. (2017). Özel sağlık kurumlarında müşteri ilişkileri yönetimi. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7 (1), 39-66. Tezbaşaran A. (1997). Likert tipi ölçek geliştirme kılavuzu. Ankara, Türk Psikologlar Derneği Yayınları, 63-78. Ünal, Ö. (2021). Algılanan hekim kalitesinin hekim ve hastane bağlılığının etkisinde hastaneden memnuniyetin aracı rolü. Karamanoğlu Mehmetbey Üniversitesi Sosyal Ve Ekonomik Araştırmalar Dergisi, 23(41), 431-442. Winer, R. S. (2001). A framework for customer relatioship managment. California Managment Review, 43(4), 89-105. https://doi.org/10.2307/41166102 Zablah, A. R., Bellenger, D. N. & Johnston, W. J. (2004). Customer relationship management implementatipon GAPS. The Journal of Personel Selling and Sales Management, 24(4), 279-295. https://doi.org/10.1080/08853134.2004.10749038 Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of Consumer Marketing, 23(7), 430-437. https://doi.org/10.1108/07363760610712975
The Effect of Customer Relations Management on Patient Loyalty Within The Framework of The Current Management Approach Yıl 2024, Cilt: 38 Sayı: 3, 156 – 165, 15.07.2024
Ebrar Ilıman Yaltagil
https://doi.org/10.16951/trendbusecon.1464482
Öz The research was conducted to determine the effect of the perception levels of patients applying to health institutions regarding customer relationship management (CRM) practices on patient loyalty. At the same time, we wanted to determine whether patients’ perception levels of CRM practices and patient loyalty differ according to the type of health institution. The population of the study was determined as literate individuals between the ages of 18-65 who received health services in the last six months in Sivas center. 630 patients who voluntarily agreed to participate in the study constituted the sample of the study. Research data were tested with structural equation model. As a result of the research conducted patients’ perception levels regarding CRM practices were found to be at a medium level. In addition, the patients’ level of commitment to the health institution was found to be at a medium level. When patients’ perception levels and commitment levels regarding CRM practices were examined on the basis of the healthcare institution, it was determined that there was a statistical difference in the overall scale and sub-dimensions. While the health institution with the highest average score is the training and research hospital, the health institution with the lowest average score is a private hospital. Finally, it was concluded that effective customer relationship management practices significantly increase patient loyalty. In this context; It is important for health service providers to identify their existing deficiencies in customer relationship management and improve on these points. The research cannot be generalized because it was conducted in a single city with a limited sample.
Anahtar Kelimeler Healthcare institutions, management, customer relationship management, patient, loyalty
Kaynakça Abekah-Nkrumah, G., Yaa Antwi, M., Braimah, S. M., & Ofori, C. G. (2021). Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana. International Journal of Pharmaceutical and Healthcare Marketing, 15(2), 251-268. https://doi.org/10.1108/IJPHM-09-2019-006 Agariya, A.K. & Singh, D. (2013). CRM scale development and validation in indian public hospitals., Journal of Health Management, 15(2) 275–291. https://doi.org/10.1177/0972063413489035 Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. The Journal of Asian Finance, Economics and Business, 8(1), 419-430. https://doi.org/10.13106/jafeb.2021.vol8.no1.419 Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). The relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27-40. https://doi.org/10.21744/lingcure.v5nS3.1368 Amal, R. A., Aeni, S., Syarfaini, S., & Adha, A. S. (2021). The correlation between customer relationship management and the inpatients loyalty. Homes Journal: Hospital Management Studies Journal, 2(1), 43-50. https://doi.org/10.24252/hmsj.v2i1.18413 Anshari, M., & Almunawar, M.N. (2012). Evaluating CRM implementation in healthcare organization. Ö nbaskı, ArXiv:1204.3689. Atalay, E, (2015, October). Affectıng factors for the hospıtal selectıon of patıents in terms of customer relatıonshıp management: a research in Özel Kocaeli Akademi Hospıtal, [Master Thesis, Okan Unıversıty] Instıtute Of Socıal Scıences. https://acikbilim.yok.gov.tr/handle/20.500.12812/673081 Atıgan, F. (2021). Hasta ilişkileri yönetimi uygulamalarının hasta memnuniyetine etkisi, ayakta ve yatarak tedavi gören hastalar üzerine bir araştırma. Uluslararası İktisadi ve İdari İncelemeler Dergisi, (30), 259-274. https://doi.org/10.18092/ulikidince.687739 Bayın, G., & Önder, R. (2015). Determination of the eff ect of corporate image of health institutions on patient loyalty. Ege Akademik Bakış, 15(4): 577-585. Biçer, D. F., Ilıman, E. (2019). Hastalarin hastane tercih öncelikleri ve hasta bağliliklarinin değerlendirilmesi (Sivas Cumhuriyet Üniversitesi örneği), 3. Uluslararası 13. Ulusal Sağlık ve Hastane İdaresi Kongresi, Sakarya, Türkiye, 10 Ekim – 13 Kasım. Biçer, D. (2020). Hastaların müşteri ilişkileri yönetimi uygulamalarına ilişkin algı düzeylerinin yapısal eşitlik modeli ile incelenmesi. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 34(3), 829-851. Bişkin, F., (2011). Sağlık işletmelerinde müşteri ilişkileri yönetimi: Kamu ve özel sağlık işletmelerinde müşteri ilişkileri yönetimi uygulamaları araştırması, [Doktora Tezi, Selçuk Üniversitesi], Sosyal Bilimler Enstitüsü. https://acikbilim.yok.gov.tr/handle/20.500.12812/445998 Bulut, C., Sönal, T., & Kolca, D. (2023). Sağlık hizmetlerinde pazarlama araştirmalarinda uygulanan teknikler. Uluslararası Sağlık Yönetimi ve Stratejileri Araştırma Dergisi, 9(3), 284-294. Chhangani, A. (2013). Investıgatıng customer relatıonshıp management (CRM) in indıan hospıtals, International Journal of Research in Advent Technology, 1 (5): 405-408. Çiçek, E. (2017). Pazarlamada ve rekabette başarının anahtarı müşteri ilişkileri yönetimi, Konya: Eğitim Yayınevi. Çobanoğlu, V. (2012). Kamu hastanelerinde müşteri ilişkileri yönetimi: Balıkesir Atatürk Devlet Hastanesi örneği, [Yüksek Lisans Tezi, Gazi Üniversitesi] Sosyal Bilimler Enstitüsü. https://tez.yok.gov.tr/UlusalTezMerkezi/tezDetay.jsp?id=nR5tXGfg_OKliej2OJrlkQ&no=TTSBt2hinNM9V-YOT3uUkQ DeVellis R.F., & Thorpe, C. T. (2022) Scale development: Theory and applications. An Overview of Item Response Theory, Fifth Edicatıon. California: Sage Publications, 58-75. Duran, C. (2021). Özel hastanelerde müşteri deneyimi yönetimi üzerine bir değerlendirme. İzmir Demokrasi Üniversitesi Sosyal Bilimler Dergisi, 4(1), 1-16. Durmuş, A., & Akbolat, M. (2020). The impact of patient satisfaction on patient commitment and the mediating role of patient trust. Journal of Patient Experience, 7(6), 1642-1647. https://doi.org/10.1177/2374373520967 Erdem, R., Rahman, S., Avcı, L., Demirel, B., Köseoğlu, S., Fırat, G., … Kubat, C. (2015). Hasta memnuni̇yeti̇ni̇n hasta bağlılığı üzeri̇ne etki̇si̇, Erciyes Üniversitesi, 31: 95-110. Harris, Lloyd, C. & Mark, M.H. Goode (2004), The four levels of loyalty and the pivotal role of trust: A study of online service dynamics, JR, 80 (2), 139-158. Huang, I. C., Du, P. L., Lin, L. S., Liu, T. Y., Lin, T. F., & Huang, W. C. (2021). The effect of perceived value, trust, and commitment on patient loyalty in Taiwan. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, https://doi.org/10.1177/00469580211007217 Kayacan, İ. (2015). Sağlık işletmelerinde müşteri ilişkileri yönetiminin hasta memnuniyetine etkisi üzerine bir araştırma, [Yüksek Lisans Tezi, Süleyman Demirel Üniversitesi] Sosyal Bilimler Enstitüsü, Isparta. https://acikerisim.sdu.edu.tr/handle/123456789/33205 Korkmaz, Ö., (2010). Müşteri ilişkileri yönetiminin (CRM) önemi: Bir Hastane uygulaması, [Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi], Sosyal Bilimler Enstitüsü, İzmir. http://hdl.handle.net/20.500.12397/10700 Koukiaris, Z. (2019). Hasta ilişkileri yönetimi uygulamalarının tatmin ve bağlılık üzerindeki etkisi: Bir sağlık işletmesinde uygulama, [Doktora Tezi, Beykent Üniversitesi] Sosyal Bilimler Enstitüsü. https://acikbilim.yok.gov.tr/handle/20.500.12812/710219 Lacap, J. P., & Alfonso, K. J. (2022). The mediating role of patient loyalty on the relationship between satisfaction on physical environment and intention to recommend. Asia-Pacific Social Science Review, 22(2). Lecturer, S.K. Kumar, D.K. & Sarala, K.S. (2018). Customer relatıonshıp management practıces: in health care sectors in karnataka (selected healthcare unıt), Internatıonal Journal Of Research In Commerce & Management, 9 (10): 12-17. Liu, S., Li, G., Liu, N. & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 1–11, https://doi.org/10.1177/00469580211007221 Mbuwel, D., Ahmed, J., Nwosu, L., & Aigbiremhon, J. (2023). The effect of patient relationship management on patient loyalty in buea, cameroon: Mediating role of patient satisfaction. Quantitative Economics and Management Studies, 4(6), 1240-1251. https://doi.org/10.35877/454RI.qems2265 Öter, V., & Doğan Südaş, H. (2017). Algılanan hizmet kalitesinin hasta bağlılığı üzerine etkisi: Devlet hastanesi üzerine bir inceleme. Çukurova Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 21(2), 43-57. Özer Canarslan,N. (2022). Sağlık kurumlarında müşteri ilişkileri yönetimi, In B. Çelik & C. Tor Kadıoğu (Eds.) Sağlık kurumlarında güncel pazarlama araştırmaları, (ss. 283-305), İstanbul, Efe Akademi Yayınları. Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., … & Wu, Y. J. (2022). Exploring the relationship between hospital service quality, patient trust, and loyalty from a service encounter perspective in elderly with chronic diseases. Frontiers in public health, 10, 876266. https://doi.org/10.3389/fpubh.2022.876266 Soysal, A, Doğan, S, & Baynal, T. (2017). Özel sağlık kurumlarında müşteri ilişkileri yönetimi. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7 (1), 39-66. Tezbaşaran A. (1997). Likert tipi ölçek geliştirme kılavuzu. Ankara, Türk Psikologlar Derneği Yayınları, 63-78. Ünal, Ö. (2021). Algılanan hekim kalitesinin hekim ve hastane bağlılığının etkisinde hastaneden memnuniyetin aracı rolü. Karamanoğlu Mehmetbey Üniversitesi Sosyal Ve Ekonomik Araştırmalar Dergisi, 23(41), 431-442. Winer, R. S. (2001). A framework for customer relatioship managment. California Managment Review, 43(4), 89-105. https://doi.org/10.2307/41166102 Zablah, A. R., Bellenger, D. N. & Johnston, W. J. (2004). Customer relationship management implementatipon GAPS. The Journal of Personel Selling and Sales Management, 24(4), 279-295. https://doi.org/10.1080/08853134.2004.10749038 Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of Consumer Marketing, 23(7), 430-437. https://doi.org/10.1108/07363760610712975 Toplam 38 adet kaynakça vardır.
Ayrıntılar Birincil Dil Türkçe Konular İşletme Bölüm Araştırma Makaleleri Yazarlar Ebrar Ilıman Yaltagil SİVAS CUMHURİYET ÜNİVERSİTESİ 0000-0002-5255-8482 Türkiye
Yayımlanma Tarihi 15 Temmuz 2024 Gönderilme Tarihi 3 Nisan 2024 Kabul Tarihi 7 Mayıs 2024 Yayımlandığı Sayı Yıl 2024 Cilt: 38 Sayı: 3
Kaynak Göster APA Ilıman Yaltagil, E. (2024). Güncel Yönetim Yaklaşımı Çerçevesinde Müşteri İlişkileri Yönetiminin Hasta Bağlılığına Etkisi. Trends in Business and Economics, 38(3), 156-165. https://doi.org/10.16951/trendbusecon.1464482
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